Task completion method and device for intelligent customer service

• Main Authors: LI ZHENG, YAN XIAOQI, QIU WENMING, LI YANCHAN, ZHANG YUANQI, DONG QIUYE, YIN KUNPENG
• Format: Patent
• Language: Chinese; English
• Published: 23.06.2023
• Subjects: CALCULATING; COMPUTING; COUNTING; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES; ELECTRIC DIGITAL DATA PROCESSING; PHYSICS; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR

The invention provides an intelligent customer service task completion method and device, and the method comprises the steps: receiving first dialogue information sent by a target object, and extracting the intention information of the target object, an entity in the first dialogue information, and a target word slot corresponding to the intention information of the target object from the first dialogue information; target dialogue streams corresponding to the intention information of the target object are determined according to the intention information of the target object, a directed graph corresponding to the target dialogue streams comprises different types of nodes and edges, the nodes are used for executing different node actions, and the edges are used for connecting different nodes; and sequentially executing node actions corresponding to a plurality of nodes in a directed graph corresponding to the target dialogue flow by utilizing an entity in the first dialogue information and a target word slot